Senior Team Captain

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we’ll always find EMPATHY

• at least 3 autonomous accounts
• an account with a minimum headcount of 8 and a dedicated Shift Lead
• at least 1 Team Captain managing a minimum of 4 team members

• Identify growth and development opportunities for Team Captains and team members
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper guidance as needed

• Monitor and assess Team Captains’ and team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.
• Ensure that Team Captains and team members are properly trained and working consistently to meet client needs.
• Ensure that the team meets company and client-specific KPI targets.

• Ensure that team members and equipment needs are met to sustain service levels
• Recommend/suggest relevant alternatives to the product or tool being used by the company

• Work with the Senior Manager for People to make recommendations for their Team Captains’ and team member’s career path, and assist in making a comprehensive training plan for them.
• Relay consistent issues to Service Delivery Manager in a timely and efficient manner
• Help in culture building particularly in embracing our Core Values and practicing the competencies of a Boldr leader .
• Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization

• Be familiar with the client’s key contacts, unique requirements, and operating processes.
• Demonstrate mastery on the company and Client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

• Bachelor's/College Degree in any related field you’re passionate about!
• At least 2 years of experience leading supervision/leadership roles
• At least 3 years of Client facing experience
• At least 2 years of experience providing coaching
• Basic knowledge of Root Cause Analysis
• Lean Six Sigma knowledge is a plus!
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs, Google Slides) and MS Office applications
• Excellent verbal and written communication skills.
• An ability to understand and communicate complex ideas to others, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• Ability to accept feedback gracefully and with an open mind.
• Excellent interpersonal skills with the ability to easily relate to people in various levels of the organization.

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development

Boldr